The most important part is the user experience. CA Service Desk Manager provides a great and helpful experience. It's a tool with constant updates and always thinking about and looking out for the user. It's a powerful tool that is able to do... more»

I've been implementing the solution for more than a decade, in different companies of different sizes and in different industries. It's adaptability is incredible; you can codify and change almost everything. Therefore, the solution is... more»

The solution could include in your own license other products to help your own customers embrace more disciplines to their needs. With a small licensing of these products, it's possible to present all the power of the power of suite.

Systems Administrator at a tech services company with 51-200 employees

Aug 15 2016

What do you think of Spiceworks?

Valuable Features
Network Helpdesk
• Improvements to My Organization
Tracking common issues has been improved.
• Room for Improvement
I don't really use anything besides the free stuff so I can't say. It does, however, require help-desk and minor server/firewall config XP experience to set up.
• Use of Solution
I've used it for two years.
• Deployment Issues
There have been no issues with the deployment.
• Stability Issues
There have been no issues with its stability.
• Scalability Issues
There have been no issues scaling it.
• Customer Service and Technical Support
Customer Service: I've never had to contact them. Technical Support: I've never had to contact them.
• Initial Setup
It's straightforward, anybody with help-desk and minor...

ServiceNow gives you the opportunity to customize your portal according to your needs using the most recent frameworks such as bootstrap, AngularJS, jQuery, etc., or to simply code HTML tags or JavaScript. It contains some internal... more»

* Optimisation of service delivery across the supply chain. * Better reliability and quality of service. * Improved customer satisfaction and relationships. * Our IT homepage improved how we order products internally, making it smooth.

The Project Management with Resource Management feature is an area with room for improvement. The timecard are not being considered when a resource is working on two projects and contains vacations or out of office days. The reports should be... more»

It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important. That when either party reads comments on tickets, they should be able to trust the content is unaltered form... more»

What do you think of Freshdesk?

Valuable Features
The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets.
• Improvements to My Organization
We're able to respond to customer inquiries much faster and with better information.
• Room for Improvement
It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter.
• Use of Solution
I have been using it for 10 months.
• Deployment Issues
No issues with deployment as of now.
• Stability Issues
No issues with stability as of now.
• Scalability Issues
No issues with scalability as of now.
• Customer Service and Technical Support
Customer Service: 8/10 Technical Support: 8/10
• Previous...

The user experience is the most valuable element of Service Anywhere - it's modern and intuitive out of the box, and it looks and feels like the websites our users are used to and expect from a modern website. Our users love to use the self... more»

Our users have traditionally been slow to adopt new systems, and in the past have not raised requests in our previous ITSM systems. When we launched Service Anywhere to our staff we found they instantly adopted it, and the number of requests... more»

Nothing major, particularly now LDAP integration is available built in. The rapid release cycle has meant most of the features we've been looking to see added have appeared since, and continue to do so.